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The hidden dimension of emotional labour: tactics to cope with emotional dissonance in French hypermarkets

Author

Listed:
  • Christophe Vignon

    (CREM - Centre de recherche en économie et management - UNICAEN - Université de Caen Normandie - NU - Normandie Université - UR - Université de Rennes - CNRS - Centre National de la Recherche Scientifique)

  • Sylvie Scoyez van Poppel

    (IDP - Institut du Développement et de la Prospective - EA 1384 - UVHC - Université de Valenciennes et du Hainaut-Cambrésis - IAE - Institut d'Administration des Entreprises - UPHF - Université Polytechnique Hauts-de-France)

Abstract

This paper examines the tactics utilised by service workers to cope with the emotional dissonance that results from their compliance with the role scripts developed to meet customers' relational expectations. These tactics are examined in the framework of de Certeau's theory (1984) on the basis of field surveys conducted with cashiers working in two French hypermarkets. The concept of tactic helps us to better understand how the cashiers cope with these dissonances. It helps us to shed some light on some types of behaviour which, a priori, seem irrational, and to understand the unintentional effects of managerial policies.

Suggested Citation

  • Christophe Vignon & Sylvie Scoyez van Poppel, 2011. "The hidden dimension of emotional labour: tactics to cope with emotional dissonance in French hypermarkets," Post-Print halshs-00657372, HAL.
    • Handle: RePEc:hal:journl:halshs-00657372
    DOI: 10.1504/IJWOE.2011.044593
    as

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